Natalee Amici
Summary
Experienced in Corporate Customer Service, managing 400+ clients concurrently. Proven team player with strong rapport-building skills. Committed to customer satisfaction, process optimization, and business growth. Specialise in quality, speed and process optimization. Articulate, energetic and results-oriented
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Property Manager
BFG Asset Management
09.2022 - 09.2023
- Promoted superior customer experience, addressing product, service, and company information requests. Educated customers on billing, payment processing, and support policies, paying keen attention to special needs and wants. Addressed concerns empathetically, swiftly resolving problems, building rapport and retention.
- Agilely managed multiple tasks simultaneously, demonstrating exceptional prioritisation skills, efficiently allocating time and resources to meet deadlines and achieve organizational goals.
- Proactively adapted to rapid changes and followed through on critical inter-departmental escalations, contributing to increased customer retention rates. Met and exceeded customer call guidelines for service levels, handle time, and productivity
- Ensured meticulous compliance with evolving legislation and regulations for clients and properties. Proactively initiated legal actions when necessary, prepared court documents, and attended court hearings, demonstrating strong commitment to upholding legal standards and protecting client interests.
Office & Accounts Manager
Fletchers Real Estate
02.2021 - 07.2022
- Managed diverse trust accounting tasks for rental and sales departments, including tracking funds, preparing deposits, reconciling accounts, and handling daily transactions. Accurately billed and receipted for clients, internal and external departments, and suppliers, ensuring meticulous financial record-keeping and compliance.
- Ensured smooth running of the office by liaising with internal departments, implementing efficient processes, and coordinating seamlessly with various teams. Partnered with management to coordinate on-boarding and off-boarding processes, enhancing overall organisational efficiency.
- Updated and managed reports, accounts, and company database, facilitating data-driven decision-making and streamlined operations. Managed compliance efforts to ensure the organisation operated within legal and regulatory guidelines, maintaining company reputation and adherence to industry standards.
- Evaluated client needs and developed tailored solutions, enhancing customer satisfaction and garnering positive customer ratings. Cultivated strong client relationships by understanding their requirements and delivering exceptional service, contributing to the organisation's positive reputation.
Receptionist
Fletchers Real Estate
02.2021 - 07.2022
- Efficiently managed high-volume administrative tasks in a fast-paced environment, prioritising customer satisfaction as top focus, and ensuring smooth office operations and organization. Inclusive of creating, maintaining, and updating filling systems and management software's for paper and electronic documents.
- Maintained a clean and welcoming reception area, serving as the initial point of contact for all clients, welcoming them upon arrival. Efficiently answered high volumes of phone calls, directing inquiries appropriately, and escalating issues as needed for swift resolution.
- Managed social media accounts, collaborating with internal and external marketing teams to create and implement engaging content on various platforms, enhancing the organisation's online presence and brand visibility.
- Maintained office supplies, distributed mail and processed invoices for payment.
Property Manager
YPA Estate Agents
04.2020 - 02.2021
- Successfully navigated clients through challenges posed by COVID-19 and new legislations, offering expert guidance and support. Adapted swiftly to changing regulations, ensuring clients were well-informed and compliant, enhancing their confidence during uncertain times.
- Pioneered creative methods for key handovers and facilitated seamless move-ins, adhering to stringent COVID-19 regulations. Developed efficient processes that prioritized safety while ensuring smooth transition for new occupants, contributing significantly to operational continuity.
- Proactively monitored and implemented evolving COVID-19 laws and regulations, ensuring strict compliance during client interactions and property transactions. Demonstrated proactive approach in keeping abreast of legal changes, safeguarding both clients and organisation from potential risks.
Property Manager
Greg Hocking Real Estate
10.2019 - 03.2020
- Updated and maintained accurate account information, ensuring integrity of customer records. Verified income, assets, and expenses for comprehensive applicant evaluations, demonstrating attention to detail and thorough documentation.
- Addressed renter complaints promptly and professionally, coordinating repair services as needed. Conducted final move-out walk-throughs, identifying required repairs and ensuring seamless transition for both renters and property owners. Managed timely rent collections and reconciliations, ensuring financial integrity.
- Orchestrated regular maintenance, major repairs, and capital improvement projects to maintain operational facilities at high standard. Created attractive living environments for potential renters, enhancing property appeal and ensuring a positive experience.
Property Manager
Fletchers Real Estate
05.2018 - 10.2019
- Collaborated closely with clients, ensuring seamless loan processing, property inspections, and credit report evaluations. Fostered strong client relationships, enhancing satisfaction and trust.
- Cultivated valuable professional networks by actively participating in industry organisations, fostering connections and staying updated on market trends. Generated sales and rental leads through proactive cold calls and referrals, expanding client base.
- Implemented robust lease renewal programs, consistently maintaining high occupancy rates. Coordinated property showings, enforced policies, and ensured properties met highest standards. Demonstrated excellent communication with owners, residents, and on-site associates, fostering a positive and collaborative environment.
Assistant Property Manager
YPA Estate Agents
12.2016 - 05.2018
- Spearheaded cleanup of outdated system, meticulously purging irrelevant data and updating client records for improved efficiency and accuracy. Conducted survey calls to clients, swiftly escalating concerns to senior management, ensuring prompt issue resolution and maintaining strong client relationships.
- Provided invaluable assistance to senior and office staff, seamlessly handling various administrative tasks as required. Accompanied senior staff to inspections, offering crucial support and enhancing operational effectiveness. Demonstrated flexibility and adaptability in delivering top-notch assistance across diverse tasks and responsibilities.
- Exhibited strong writing skills and attention to detail in creation and finalization of reports. Ensured accurate and polished documentation, contributing to professional communication and comprehensive reporting within the organisation.
Customer Care Representative
YPA Estate Agents
11.2015 - 12.2016
- Greeted visitors and customers in welcoming manner, maintaining a clean and organised reception area. Provided friendly and knowledgeable assistance, ensuring positive first impression and excellent customer experience.
- Confirmed appointments, communicated with clients, and updated records promptly and accurately. Managed high call volumes effectively, addressing inquiries, directing calls, and resolving issues promptly. Successfully juggled multiple tasks, meeting stringent deadlines while ensuring quality service.
- Collaborated closely with management to provide targeted assistance in various business operations. Reviewed and edited documents for accuracy, grammar, and clarity, demonstrating attention to detail and contributing to professional and polished communication.
Guest Service Representative
IGA Supermarket
09.2013 - 12.2016
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
- Used POS system to enter orders, process payments and issue receipts.
Education
Certificate IV - Real Estate Practice
LinkLearn
07.2017
Certificate III - Education Support
VFA Learning
11.2015
Skills
- Administrative Support
- Microsoft Office
- Computer Proficiency
- Statistical Analysis
- Operational Efficiency
- Communications Strategies
- Customer Loyalty
- Complex Problem-Solving and Critical Thinking
- Customer Experience and Care
- Corrective Actions
Certification
- First Aid Training, HLTAID012
- National Police Check
- Working with Children Check
Accomplishments
- Awarded "Rising Star" in 2018.
Timeline
Senior Property Manager
BFG Asset Management
09.2022 - 09.2023
Office & Accounts Manager
Fletchers Real Estate
02.2021 - 07.2022
Receptionist
Fletchers Real Estate
02.2021 - 07.2022
Property Manager
YPA Estate Agents
04.2020 - 02.2021
Property Manager
Greg Hocking Real Estate
10.2019 - 03.2020
Property Manager
Fletchers Real Estate
05.2018 - 10.2019
Assistant Property Manager
YPA Estate Agents
12.2016 - 05.2018
Customer Care Representative
YPA Estate Agents
11.2015 - 12.2016
Guest Service Representative
IGA Supermarket
09.2013 - 12.2016
Certificate IV - Real Estate Practice
LinkLearn
Certificate III - Education Support
VFA Learning
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